Returns (RMAs), Warranties and End-of-Life Information
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If your Cisco Meraki device fails and troubleshooting does not resolve the problem, contact Support to address the issue. Once Support determines that the device hardware is in a failed state, support can process a Return Materials Authorization (RMA) and send out a replacement device free of charge. Support will provide a reference number to manage your RMA, including returning the failed device, using the Cisco’s Product Online Web Returns (POWR).
For details on how to generate a return label, refer to the: Quick Start Guide
For end-customer device security, RMAs may only be requested by Organization Admins (Read Only or Full), or Network Write Admins (only for devices in networks of which they are Admins). Meraki Support will not process RMAs unless the support agent can verify the requester has sufficient network permissions.
For more information about Cisco Meraki returns, refer to our Return Policy.
Note: Return policy terms may vary by region. Refer to the Regional Return Policies section of the Return Policy documentation for region-specific terms.
Hardware returns
If you are experiencing hardware issues, contact Cisco Meraki support by logging in to the Meraki dashboard (Help > Get help) or by calling us.
To request a warranty RMA, call Cisco Meraki technical support. Unless you have purchased Cisco RMA Upgrade (fomerly Meraki Now), advance replacement orders ship within one business day on a best-effort basis.
For additional information about Cisco Meraki’s hardware warranty, refer to Cisco Meraki’s End Customer Agreement.
Note: Devices that are dormant (grey status) and not connected or visble in the dashboard require a photograph of the device with the serial number to process the RMA.
This requirement does not apply to:
- Devices that have failed and show as recently offline in the dashboard (red status)
- Devices being submitted for an RMA for other reasons
Customer must return defective parts in accordance with Cisco’s RMA procedure located at www.cisco.com within ten (10) calendar days of receipt of the replacement parts. If a Customer has not returned the defective parts — which must match the RMA request in quantity and serial number—within thirty (30) calendar days of receipt of the replacement parts, Cisco may take the following actions:
- Charge Customer for the full list price (not discounted) of the parts not returned; and
- Reduce or deny Services until the parts are returned or payment for non-return is made.
This policy also applies to returns facilitated by Cisco authorized resellers.
You must have a current service contract to return a defective part for replacement. The type of maintenance contract purchased determines when your replacement part is received. See the list of service contract types.
If an extension to the due date is required because of special circumstances, contact Cisco Asset Recovery to request approval.
Warranty coverage period
Cisco Meraki hardware products generally come with a 1–5 year warranty or a lifetime warranty.
The table below is a general guideline for warranty terms and is not final. Warranty terms are subject to printed warranty information on the relevant datasheets located in the "Notes" column of the table below, or on the Explore Collateral page of the Cisco Meraki website.
Some general warranty term lengths can be found below:
| Product/Category | Warranty Period*** | Notes |
|---|---|---|
| MX or Z-Series | Lifetime** | Refer to datasheets on the MX Overview and Specifications page for warranty information. |
| C8455-G2-MX | 2 Year | Cisco 8400 Series Secure Routers come standard with a Cisco Limited 2-Year Return To Factory Hardware Warranty. |
| MG | Lifetime** | Refer to datasheets and technical specifications on the MG Datasheets page for warranty information. |
| MS/CS (e.g. MS120, MS350, C9300-M) |
Lifetime** |
|
| Indoor MR/CW | Lifetime** |
Applies to MR device and ethernet cables in box Refer to datasheets on the MR Overview and Specifications page for warranty information and indoor/outdoor use. |
| Outdoor MR/CW | 1 Year |
Refer to datasheets on the MR Overview and Specifications page for warranty information and indoor/outdoor use. |
| MV Gen 1 and MV2 | 3 Years | Includes MV21, MV71, MV2 |
| MV Gen 2 and beyond (e.g. MV12, MV32, MV63) | 5 Years | Does not include MV2 |
| MT Sensors | 3 Years | Includes all MT sensors |
| Accessories* | 1 Year |
The following are considered accessories: Meraki SFP Modules, twinax/SFP+ cables, stacking cables, all mounting kits and stands, antennas, interface modules, additional power cords, PoE injectors, MT accessories |
*Original and replacement modular power supply units and fans for MS switches and MX WAN appliances are included in the lifetime warranty, not the 1-year accessories warranty.
**Product lifetime ends at the product End-of-Support (EOST) date, as described in Cisco Meraki's End of Life (EOL) Policy.
***The Warranty Period begins on the date Hardware is shipped to the original purchaser as outlined in Cisco's General Terms
Note: Causes of performance issues beyond the reasonable control of Cisco Meraki are not included in the scope of the warranty.
For more information, refer to the Service Level Warranty or Cisco's General Terms
Note: a warranty is not the same as a license. A warranty is not the same as a license.
Example: MR74 access point can have a valid 3-year Enterprise MR license, but that is separate from the 1-year warranty coverage period. In this scenario, the MR device is not replaceable after the coverage period ends, regardless of license validity.
RMA processing for outdoor cameras
Before submitting an RMA for outdoor cameras, provide three photos of the unit showing the following:
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RJ-45 waterproof coupling (black cable connector) assembled in its original deployed state
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Close-up of the internal pins inside the Ethernet connector of the camera
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The serial number of the unit clearly visible
Specifically for the MV63/93 models, also provide the following:
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A photo of the Ethernet cable and termination that was connected to the camera. If possible, provide a sample of the cable along with the camera.
Shipments for warranty RMAs
Cisco ships warranty RMAs to the original shipping country/region listed on the original order. This is not necessarily the registered customer address, but the location where Cisco physically shipped the order.
Purchasing a service contract, like Cisco RMA Upgrade, will allow the shipment to alternate countries based on the Install address listed in CCW-R. Availability of service contracts is based on the Service Availability Matrix (SAM). To purchase a service contract, work with your Cisco Sales team or preferred Cisco-approved partner.
Troubleshooting before returns
Cisco Meraki Support will verify that basic troubleshooting has been performed before processing an RMA. Refer to the following articles for common symptoms and troubleshooting steps:
- Troubleshooting a Faulty MR Access Point
- Troubleshooting a Faulty MS Switch
- Troubleshooting a Faulty MX Security Appliance or Z-Series Teleworker Gateway
- Troubleshooting a Faulty MG Cellular Gateway
- Troubleshooting a Faulty MV
Note: Meraki Support may request a video of the device during normal device failure analysis, identification, and troubleshooting.
Product trial returns
To return units from a product trial, go to your product trial webpage (using the link your representative provided) and select the returns tab to fill out the RMA request form. After submitting the RMA, you will receive an RMA number and be directed to POWR tool to schedule carrier pick up or print a pre-paid return label to return the trial.
Refund requests
Effective October 26, 2025, the Meraki return policy aligns fully with Cisco's "All Sales are Final" return policy. The Meraki "license-only" exception has been retired and is no longer in effect.
To initiate a return with credit, eligible requestors with CCO access from the billing party must submit requests in CCW Returns Tool.
In accordance with Cisco’s “All sales are final” policy, all return with credit requests including license only returns are subject to Cisco’s approval. Refer to the Standard Terms and Conditions of Sale for a list of terms and condition by region. For additional information, please contact your Cisco sales representative.
Return procedure may vary depending on the type of return being requested. Refer to the Return a Product page for more information and complete instructions.
Refer to following CCW Ordering Guides for subscription changes and cancellations:
After returning licenses, the original license key will be invalidated. If any licenses from the order were not returned, a new license key will be generated for the remaining licenses. This new license key will be emailed to the individual(s) who submitted the RMA request. If the original key was previously claimed to an organization, the new license key will automatically take its place (no need for further action).
Returning your faulty device
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Return units in their entirety, with all accessories that shipped in the original box.
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Use the original shipping carton and packaging material. If the original carton is not available, use another shipping carton with adequate padding to protect the units from damage during shipping. Do not ship a product without a carton.
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Customers will be charged for products damaged due to insufficient packaging.
After receiving your RMA number from Cisco Meraki via email, write the RMA number in large letters on the exterior of the shipping carton. Shipments to Cisco Meraki without an RMA approval will not be processed.
- To return the defective device, generate a shipping label through the POWR tool. Follow the directions on the Cisco Returns Portal to generate a shipping label and request a shipment pickup.
- Return labels cannot be emailed or mailed. Labels are only generated via POWR.
To access the POWR tool, you'll need a valid Cisco Account (CCO ID). If you haven't created one yet, follow the steps outlined in the CCO ID Registration article to get started.
Some Cisco Meraki devices do not need to be returned and can be e-wasted. When viewing the RMA in Cisco Product Returns and Replacements (PRR), if there is no "Return" tab, the device does not need to be returned. Cisco Meraki Support can confirm this for you if you cannot view the RMA in PRR.
You can participate in the Cisco "Takeback and Reuse" program. A CCO ID login is required.
Avoiding licensing issues after replacing a device
When adding the replacement device to your dashboard network, a licensing compliance warning may appear if the additional device causes the total device count to exceed your licensed limit.
Once the replacement device has been added to a network, it is recommended to remove the faulty device from its Dashboard network. The faulty device may remain in your inventory, but will not count toward your device limit as long as it is not in a network.
Product end-of-life (EOL)
Painting Cisco Meraki devices
It is sometimes necessary to place APs or cameras in publicly visible areas that require them to blend into their surroundings. With access points, Cisco Meraki typically recommends hiding the AP from view (e.g., above a drop ceiling). However, customers sometimes choose to paint their APs or cameras to match the area where they are mounted.
Points to consider when painting a device:
Because paint has the potential to damage the units, painting does void the Cisco Meraki warranty. There is an exception for indoor Meraki MV smart cameras, see below.*
- Avoid getting paint inside of the unit, especially if painting cameras or indoor APs. Tape over LEDs, antenna connectors, screw holes, the camera dome, etc. to prevent paint from getting inside the chassis.
- The default white color of the device reflects light. Darker colors will absorb more sunlight and may cause the device to overheat.
- Never use paint with metal flakes, lead, carbon, or any other conductive material, as this will greatly degrade the device's ability to operate. This is especially true if used on antennas.
If theft is a concern, APs and cameras can run in "dark mode" which will turn off the LED lights on the unit, making the unit less noticeable at night. Please reference our documentation for more info.
*Warranty for painting MV cameras:
If the cause of the failure of the MV camera is due to the painting, we will not honor the Warranty.
Under the condition that the below instructions are met, the product warranty is valid and will be honored for painted INDOOR MVs ONLY.
This does not apply to OUTDOOR MV cameras; painting outdoor MV cameras will void the warranty.
Conditions:
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The camera lens or lens cover should not be painted.
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Paint must not seep under the casing, chassis, or into the materials at any point.
Note the following when painting cameras:
Product performance may deteriorate due to the painting.
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Darker colors absorb more sunlight, which can affect the thermals of the product. This may impact camera's video recording performance such as fluctuation in recording FPS or corrupted video as well as missed object detections.
Meraki Technical Support does not assist in the painting of these cameras. RMA processing time for painted cameras may be longer than usual due to the additional review required before approval.